Service Desk Analyst

Tech One IT; Phoenix (AZ); On-site; USD 20,664 - 26,174; Full time

Job summary

An IT service provider is seeking a Service Desk Analyst in Phoenix. This role involves providing first-level support for client incidents and service requests, managing the support email inbox, and ensuring timely service. Candidates should have a high school diploma and must excel in problem-solving and customer service. This in-person position operates Monday through Friday at the Phoenix location, offering a chance to enhance your skills in a dynamic IT environment.

Qualifications

• Must have a high school diploma.
• Experience in IT and end-user support preferred.
• Strong interpersonal and negotiation skills.

Responsibilities

• Provide first level support for incidents and service requests.
• Manage the technical support email inbox.
• Answer inbound calls from clients.

Skills

Exceptional attendance

Team-oriented problem solving

Quality service commitment

Communication skills

Organizational skills

Education

High School Diploma

Associate’s degree in computer science

Job description

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Base pay range

$15.00/hr - $19.00/hr

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Job Overview

Service Desk Analysts assigned to the Service Desk team are responsible for the day‑to‑day support of internal and external clients. By leveraging your customer service skills, technical training, and having an understanding of today’s technologies, you will solve a wide variety of challenges in a fast paced environment that is managed using ITIL methodology.

Responsibilities

• Provide first level support for inbound incidents and service requests from internal and external end users.
• Manage the technical support email inbox.
• Maintain end‑to‑end responsibility for customer support needs providing timely, reliable, and courteous service.
• Assist with the development and improvement of work instructions, procedures, standards, and documentation.
• Answer inbound phone calls from internal and external clients.
• Maintain appropriate level of skills to handle incidents and requests in line with established service levels.
• Provide feedback of intelligence gained through customer interactions.
• Professionally respond to telephone calls, emails, chats, and voicemails for customer support.

Skills Required

• Exceptional attendance is a must.
• Innovative, team‑oriented problem solver.
• Strong commitment to providing quality service.
• Excellent interpersonal, negotiation and communication (verbal and written) skills.
• Excellent organizational, time management, and follow‑through skills.
• Ability to manage multiple competing priorities.
• Unwavering commitment to providing customers with an exceptionally high quality experience.

Skills Preferred

• Technical writing experience.
• Knowledge of legacy, existing, and new PC hardware and software technology.

Experience Required

• Answering client phone calls and active listening.
• Responding and adapting to different types of characters.
• Multi‑tasking, prioritizing, and managing time effectively.

Experience Preferred

• Experience in an IT environment and end‑user support role.
• Working with Google Suite and Google Email.
• Remotely troubleshooting networking, server, and end user desktop incidents.
• Experience with incident management and service request processes.

Education Required

• High School Diploma

Education Preferred

• Associate’s or bachelor’s degree in computer science, information systems, or similar.

Additional Information

Monday through Friday in person position at the Phoenix headquarters location (5000 W. Carefree Highway Phoenix Az 85086).

Seniority level

• Associate

Employment type

• Contract

Job function

• Information Technology
• Industries: Technology, Information and Media

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